AMAndres Marin Miranda
@andresmarinmiranda
Experienced customer service professional with a strong technical background.
Costa RicaWhat I'm looking for
I am a dedicated professional with extensive experience in customer service and technical support across various industries. My journey began in hospitality, where I honed my skills in providing exceptional service at Paradisus Melia Playa Conchal and Royal Caribbean cruises. Over the years, I transitioned into roles that demanded a high level of technical expertise, including my time at Bank of America and DXC Technology, where I managed real-time monitoring and scheduling for multiple accounts.
Throughout my career, I have developed a strong foundation in communication and problem-solving, particularly in high-pressure environments. My role as a quoting analyst at VMware allowed me to leverage my advanced Excel skills while ensuring customer satisfaction through accurate and timely quotes. Additionally, my experience as a fraud analyst and interpreter has equipped me with the ability to navigate complex situations and provide support to diverse clientele. I am passionate about delivering quality service and continuously improving processes to enhance customer experiences.
Experience
Work history, roles, and key accomplishments
Assetter
HQC
Nov 2023 - Mar 2024 (4 months)
Managed inbound and outbound calls for customers requiring attorney services, creating leads for legal cases. Facilitated connections between clients and legal professionals.
Quoting Analyst
VMware
Feb 2021 - Dec 2023 (2 years 10 months)
Generated quotes for existing upgrade customers, utilizing advanced Excel knowledge for daily reports. Monitored agent quality and managed case queues to ensure efficient operations.
Interpreter
Language Line Solutions
Dec 2019 - Jul 2022 (2 years 7 months)
Provided interpretation services for US-based customers needing Spanish translation for various services, including insurance, banking, and emergency services. Received specialized training for medical and legal interpretations.
High Risk and Fraud Analyst
Online Casinos
Nov 2018 - Oct 2019 (11 months)
Identified and prevented fraud in online betting sites globally through thorough research and analysis. Ensured secure transactions and protected the integrity of the platforms.
WFM Specialist
DXC Technology
Dec 2016 - Mar 2018 (1 year 3 months)
Monitored agents in the WFM department, managed schedule distribution, and forecasted for various accounts. Ensured agents handled incoming calls efficiently and made adjustments to meet SLA goals.
Technical Support Agent
Dialogue Marketing
Jan 2014 - Oct 2016 (2 years 9 months)
Delivered technical support for Grass Valley products, resolving customer issues related to routers, switchers, and other equipment. Ensured efficient problem resolution and customer satisfaction.
Technical Support Agent / Trainer
Sykes for AT&T Mobility
Oct 2009 - Nov 2013 (4 years 1 month)
Provided technical support and billing assistance to US customers for AT&T mobile devices. Progressed from agent to floor support, trainer backup, and team manager backup, demonstrating leadership and training capabilities.
Loan Counselor
Bank of America
Jun 2008 - Sep 2009 (1 year 3 months)
Provided financial counseling to customers experiencing difficulties with mortgage payments, improving their financial literacy and stability. Enhanced customer service skills by addressing sensitive financial situations with empathy and expertise.
Bar Manager
Paradisus Melia Playa Conchal Hotel
Nov 2007 - May 2008 (6 months)
Managed and oversaw various bars within the hotel, ensuring smooth operations and high-quality service. Responsible for inventory management and staff supervision to maintain an excellent guest experience.
Bartender
Royal Caribbean Cruises
Dec 2006 - Oct 2007 (10 months)
Provided exceptional bartending services to a diverse international clientele, enhancing customer satisfaction. Engaged with guests from various countries, demonstrating strong interpersonal and communication skills.
Education
Degrees, certifications, and relevant coursework
Liceo Experimental Bilingüe La Trinidad
High School Diploma, General Studies
Completed secondary education, earning a high school diploma in 2004.
U Latina
Not Completed, Psychology
Undertook studies in Psychology at U Latina, but did not complete the program.
Cisco
Modules Completed, Networking
Completed four Cisco modules, enhancing knowledge in networking and related technologies.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
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